After getting free insurance from Peugeot for a year with our new 206 we decided to renew with Peugeot Insurance after the first year was up. Their quote was the cheapest (although Tesco came close) and we hadn't had any problems with them in the past 12 months. Their customer service was poor, but then we rarely needed to contact them.
Once renewed, they had to send us three policy documents before they got the details right, but in all honesty that wasn't too much of a hassle to sort out. The real problems came when I had an accident 6 months into our second year. With no witnesses (if you ever witness a car accident - please stop!) it was my word against his. Still, if anyone is going to help me out, it would be my insurance company, right? Wrong!
I reported the accident to the usual jobsworth - very pleasant, but he managed to enter the details of another driver on the policy instead of mine, even though she was female (trust me, I don't sound female!). They then refused to correct the mistake unless she wrote to them (data protection issues?), and proceeded to send all the documentation to her address, and called on her home number. They would ring and leave a message on her answer phone, she would tell me when she got home from work, I would have to wait until the next day to call them back, and so the frustrating cycle repeated.
Meanwhile, the other guy involved in the accident had his wife harassing both myself and Peugeot on a regular basis, becoming steadily more irate, and with more and more sob stories. Peugeot informed me that they only had third party insurance which would explain their persistence. Her constant shouting paid off, and Peugeot caved in and agreed to have her car inspected by the local garage whilst they were waiting for my written statement of the accident.
After two more messages from the woman left on my voicemail I contacted Peugeot to ask for advice. The woman on the phone asked for a brief description of the accident again which I gave, and suggested they would write to me to let me know what was happening. A week later I called to find that the other persons car was being repaired and liability for the accident rested with me. I asked how they arrived at the decision, and was told the woman I spoke to a week ago had decided, based on our telephone conversation, and not upon my written statement. OK, but how did she make the decision I asked? The rep on the phone proceeded to read out a description of the accident written by the woman, a description that was totally false and inaccurate. I asked for a copy of the records, which Peugeot will send you, but only if you pay for it, and no amount of shouting at supervisors will change this!
To me, it looks as though Peugeot have simply taken the easy option and laid blame with me. That way they stop being harassed by the guy's wife, and I have to cough up for the damage. A decision was made based on incorrect information, without even waiting for the written statement and diagrams THEY asked me to supply. I have a complaint lodged with Peugeot regarding their conduct, but if they treat this with the their usual level of efficiency then I don't expect to get a resolution any time soon.
Overall the lower cost of Peugeot Insurance was attractive, but if you're looking to save money with them, be prepared for a struggle should you be unfortunate enough to have an accident. From my experience, phone calls not returned, long periods on hold, inconsistent information and worrying lack of security (if you know the name of any driver on the policy you have instant access) are quite normal.
How helpful would this review be to a person making a buying decision? Rating guidelines
I used to have a 306. Got rid of it due to Peugot's attitude. Frightening story - pity the jobsworth didn't appreciate the consequences. I'll stick with Tesco. Made a small error but corrected it quickly.
BasBlackbournBEM 16.09.2003 11:38
With car insurance you get what you pay for. Be persistent and don't be put off by jobsworth with an automated response! You are an individual, as we all are, resist being a number. A professional accident investigator's opinion should shut them up!
MRS.CANADA 18.11.2002 21:41
I'd sue this company if they did that to me. Welcome to ciao
Lyla
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Nov 18th, 2002
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